Pavago
Staffing and Recruiting
CustomerService&DispatchCoordinator
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Service & Dispatch Coordinator at Pavago. Skills: Customer service, Dispatching, Scheduling, ServiceTitan. Manage high-volume customer communication. Manage scheduling”
What You'll Achieve.
High call handling and booking conversion rates; Accurate and clean CRM/service records; Efficient scheduling; High technician utilization; Customer satisfaction and issue resolution; Reliable execution of dispatch and communication workflows
Industry & Context.
Manage escalations and frustrated customers
Reliable high-speed internet and professional workstation setup, Comfortable working remote during U. S. EST hours
What They're Looking For.
Must Have
2+ years of experience in customer service and dispatching (HVAC, plumbing, or trades), Hands-on experience scheduling and dispatching service technicians, Proficiency with ServiceTitan or similar field service CRM, Spoken and written English communication skills, Ability to handle high call volumes and multitask effectively, Highly organized with attention to detail, Reliable high-speed internet and professional workstation setup, Comfortable working remote during U. S. EST hours
Nice to Have
Experience with U. S. -based home services companies, Familiarity with membership/service plan upselling, Experience working with remote or offshore teams, Exposure to customers in the Northeast U. S. market
What You'll Do.
Manage high-volume customer communication
Manage technician dispatch
Act as central hub between customers and technicians
Ensure jobs are scheduled efficiently
Keep customers informed
Handle high-volume inbound interactions
Serve as primary point of contact
Communicate service updates
Manage escalations and frustrated customers
Schedule and dispatch service jobs
Assign technicians based on availability
Maintain daily and weekly service calendars
Monitor job progress and adjust schedules
Coordinate continuously with field technicians
Maintain accurate records in ServiceTitan
and service documentation
Track operational metrics
Ensure all interactions and updates are logged
Promote and upsell homeowner memberships or service plans
Support revenue goals through booking optimization and retention
Improve internal workflows and communication efficiency
How You'll Work.
Team & Collaboration
Act as the central hub between customers and field technicians; Coordinate continuously with field technicians; Work closely with customer service teams; Work closely with dispatch teams; Work closely with field technicians
Communication Scope
Spoken and written English communication skills
Full Job Description
### **Customer Service & Dispatch Coordinator (HVAC, Scheduling, ServiceTitan – Remote, EST Hours)** ### **About the Role** We’re hiring a **Customer Service & Dispatch Coordinator** to manage **high-volume customer communication, scheduling, and technician dispatch** for a U.S.-based home services business. In this role, you’ll act as the **central hub between customers and field technicians** , ensuring jobs are scheduled efficiently and customers stay informed every step of the way. If you have experience in **HVAC, plumbing, electrical dispatching, and customer service** , and thrive in fast-paced environments — this role is for you. ### **Responsibilities** ### **Customer Service & Communication** * Handle high-volume inbound interactions via: * **Phone** * **Email** * **Chat** * Serve as the **primary point of contact** from inquiry to job completion * Communicate service updates, delays, and changes proactively * Manage escalations and frustrated customers with professionalism ### **Dispatching & Scheduling** * Schedule and dispatch **HVAC, plumbing, and electrical service jobs** * Assign technicians based on: * Availability * Skill set * Location * Maintain daily and weekly service calendars * Monitor job progress and adjust schedules in real time * Coordinate continuously with field technicians ### **CRM & Administrative Management** * Maintain accurate records in: * **ServiceTitan (or similar CRM)** * Review job notes, invoices, and service documentation * Track operational metrics: * Call volume * Booking rates * Job completion updates * Ensure all interactions and updates are properly logged ### **Sales Support & Upselling** * Promote and upsell **homeowner memberships or service plans** * Support revenue goals through **booking optimization and retention** ### **Collaboration & Coordination** * Work closely with: * Customer service teams * Dispatch teams * Field technicians * Improve internal workflows and communication efficiency ### **Requirements** *
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